Solutions for Support
Improve response times, resolve tickets faster, and deliver better customer experiences, with real-time support from analytics dashboards.
Support teams rely on timely, accurate data to run efficiently. From new tickets to resolution times, leaders must balance speed, quality, and team workload every day.
Category
Support
Bold BI helps support teams centralize all critical ticketing and performance KPIs into one interactive dashboard, making it easier to prioritize work, identify bottlenecks, and continuously improve customer experience.
Why Support Teams Choose Bold BI
Support data often lives across ticketing tools, CRM systems, spreadsheets, and reports, making it difficult to see the full picture in real time.
Bold BI solves this by delivering:
- Unified support visibility: Track open, resolved, and pending tickets from a single dashboard.
- Faster issue prioritization: Identify urgent tickets and workload imbalances instantly.
- Performance & efficiency insights: Monitor response times, resolution times, and agent productivity.
- Customer experience improvement: See how response times and resolution quality impact customer satisfaction and SLAs.
- Scalable analytics for growing teams: Scale analytics easily from small support teams to large, multi-tier organizations.
What You’ll Track
- Ticket volume & status: Monitor new, open, resolved, and pending tickets in real time.
- Response & resolution efficiency: Track average first response time, resolution time, and SLA performance.
- Agent & team productivity: Analyze workload distribution, tickets handled, and performance by agent or team.
- Incident & trend analysis: Review recurring issues, incident frequency, and time between incidents.
All dashboards are fully customizable so you cn add KPIs or metrics as needed.
Bold BI for Support Teams – Common Metrics
With fully customizable support dashboards, teams can track KPIs such as:
- Open, closed, and resolved ticket counts
- New tickets vs. backlog trends
- Average response time and resolution time
- First contact resolution (FCR)
- Agent workload and productivity
- Incident frequency and recurrence
- SLA compliance and performance trends
Dashboards can be tailored for support agents, team leads, managers, and executives.
How It Works (Quick Setup)
- Connect data from support tools including Zendesk Support, Zendesk Sunshine, and BoldDesk, or exported Excel files, SQL databases, or through Web APIs.
- Use pre-built support dashboard samples or create custom dashboards.
- Blend ticket, agent, and performance data.
- Share dashboards with support teams and leadership.
- Set alerts for SLA breaches or rising ticket volumes.
Trusted by Users. Recognized by Experts.
Don't take our word for it
Here are a few kind words from some of our happy customers.
Enhances Customer Reporting with Economic Pricing and Stellar Support
I appreciate Bold BI for making it easier to provide reporting for our customers, allowing both our analysts and customers to easily build and publish reports. The ability to build dashboards and modify queries for specific outcomes is very user-friendly. I value the mobile readiness of the app and its integration capabilities with API structures. The addition of AI features is impressive. The economic pricing model and the effective partnership, which includes consistent and helpful support, make it an invaluable tool for our OEM model.
Posted on
August 15, 2025
Outstanding support
The support from Bold is unmatched. They do not charge extra for support and it is excellent anyway. All our tickets and questions are quickly answered with authoritative and precise guidance. This is important at the product is complex, powerful and mature. To get the most out of the tool, the level of support they provide is essential.
Posted on
May 29, 2025
Exceptional product for embedding Analytics in an application
It was easy to implement data visualizations into our product. The standard widgets allowed us to build professional looking dashboards, and a robust API provided excellent control of the development and runtime process from within our application.
Posted on
May 21, 2025
I use Boldbi in our commercial product and so far we have a good experiance
Its ability to connect to very large number of data sources.
The fact you need to know just SQL to master it.
The smart functionality like reports to email, slideshow, AI...
Widget development and agility.
Posted on
May 23, 2025
It is an extremely flexible and comprehensive tool
The large number of data sources that we can add and the power to embed them in other platforms.
Posted on
May 5, 2025
Easy Peasey, fresh and um... Dashboards?!?
I was looking for an solution for internal dashboarding, BoldBI was priced well, easy to understand, and well documented. I mean really well documented. Great deployment options, a JS SDK, and did i mention the documentation?
BoldBI was just right for what i needed, not too complicated, not too simple. I can train users on dashboards, or write my own custom controls. Best of both worlds.
Posted on
June 9, 2025
Frequently Asked Questions
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- Efficient Support Management with Embedded Analytics
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